Hub Offline

Applies to H3/H5/H6 Hubs. Check the Hub's own online status in the Smart App first.

• If the Hub is online and only a BLE or LoRa Sensor is offline, follow Hub-Connected Sensor Offline.
• If the offline device is an NS1, NS2, or NS3, follow Wi-Fi Sensor Offline. These Sensors do not use a Hub.

Follow one branch at a time. Stop when the device comes back online.

Visual troubleshooting flowchart

Troubleshooting steps

1. Check power.
   • H3/H6: Plug the Hub directly into a powered wall outlet. These models do not use a power adapter or power cable. If the status indicator remains off, try a known-good outlet.
   • H5: If the screen and status indicator are off, reseat the adapter and cable and try a known-good outlet.
   • If the device still has no power response, contact support with its model and SN.
2. Check the local network. If other devices on the same LAN or 2.4 GHz Wi-Fi also cannot access the internet, restore the router or internet connection first.
3. Check the Hub's network connection. For Wi-Fi, move the Hub closer to the router, raise it, and keep it away from metal, thick walls, enclosed cabinets, and large appliances. If it recovers, coverage or interference was the likely cause. For an Ethernet-connected Hub, reseat or replace the cable and check the router or switch port.
4. Diagnose and reconnect. On H5 Lite/H5 Pro, open Right screen > Settings > Network & Internet > Network Diagnostics. If traffic is blocked, ask the network administrator to review Hub or Wi-Fi Sensor Setup Failed. Otherwise, re-add the Hub in the Smart App. If the router or Wi-Fi changed, follow Wi-Fi/Router Changed.

If Network Diagnostics displays an error code on the H5 Lite/H5 Pro right screen, use the H5 screen error-code guide to check what the code means and follow its troubleshooting steps.

For H3/H6 Hubs, run the matching network tool while the issue is occurring:

• Windows Testing Tool
• macOS Testing Tool
• Linux Testing Tool

If it remains offline, keep it powered and contact support with the model, SN, offline time, on-screen or in-app error, and network diagnostic result.